Commonwealth Bank of Australia – Eveleigh NSW Group Fraud Management Services consists of seven group level functions: Bankwest Financial Crime Services, Card Fraud, Digital Fraud, Branch Fraud, Originations & Scams, Fraud Capability Intel & Advisory, Analytics and Business Performance & Strategy.
Do work that matters Inbound & Detection:Performing in-depth analysis of system detected Scam and Fraud cases on inbound and outbound calls.Performing case analysis, strictly adhering to procedures, and coming to the right decisions.Holding high value conversations with our customers to ensure the right outcome.Liaising with different Business Units and stakeholders, putting our customers' interests at the forefront.Assessment:Performing assessment of customer and system reported fraud disputes.Decision and issue dispute outcomes to customers.Identify first party fraud-related trends and report on these accordingly.Delivering excellence in customer service and innovation in dealing with complex customer situations.Follow the business units' protocol, policies and procedures when completing all tasks, whilst also identifying opportunities for continuous improvement.Operating hours: 8am-5pm (Monday-Saturday).SKILLS & EXPERIENCEYour strong customer service skills will enable you to build and maintain a positive relationship with customers by resolving and identifying potential fraud/scam activity and ensuring customers are banking as effectively as possible.
This will start off as a 12 month fixed term with the possibility to move permanent.
Skills:PunctualTeam playerEager to learnStrong work ethicAbility to make on-the-spot judgment decisionsAbility to work in a fast-paced & highly regulated environmentPassionate about our just cause of inspiring confidence & creating peace of mindPERFORMANCE GOALS:Eager to develop and learn more about the dispute, refund and liability process for our customers.Reach productivity and case output goals month on month (KPI's).Whether you're passionate about customer service, driven by data, or called by creativity, a career here is for you.
Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive and flexible workplace. We are working hard to build a team of people who represent the rich diversity of our customers and communities. If you're excited about this opportunity but you don't meet every single requirement, or your experience doesn't align perfectly, we still want to encourage you to apply. You may just be the perfect candidate for this opportunity or another within CommBank.
At CommBank we will inspire you with work that makes a difference, surround you with talented people that respect and value each other, and empower you to grow professionally and personally. Most of all, making a positive impact for customers, communities and each other is part of our every day.
We're determined to make a real difference for Australia's first peoples. We encourage all interested applicants to apply. If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.
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